Sales & Returns Policy
Product Turn Around:
All products directly created by The Pet Atelier are handcrafted including our collars and leads and as such require a 5 - 15 day turn around prior to shipping. Under most circumstances, this is not the case and products will generally be shipped within a few days, although this is not guaranteed.
Products from third party suppliers including apparel, grooming products, bandannas and dog treats are shipped directly from the supplier's warehouse/place of business and as such may take up to 20 days to arrive at the final location.
We process all orders within 24 hours of an order being placed via our store, the fulfillment of third party products is then the responsibility of the third party supplier.
Product Warranty:
All of the products created by The Pet Atelier (collars and leads) come with a one (1) year limited warranty. Products will only be exchanged within this time period if the product is faulty due to manufacturing reasons only. Faults do not include wear and tear of a product's use by the end user. Should a product be faulty, a replacement of the same, or similar product will be supplied to the purchaser upon The Pet Atelier receiving the faulty product. Returns come at the expense of the end user, not The Pet Atelier.
Please take into account that these products are made from leather, and as such, variations in colour and texture are a normal part of our product production.
Please be aware that this is a normal factor when working with leather.
Third party products not manufactured by The Pet Atelier are not covered by our warranty.
Returns
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it.
Several types of goods are exempt from being returned. Perishable goods cannot be returned nor can hazardous materials, flammable liquids or gases.
Additional non-returnable items:
- Gift cards
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted:
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Refunds (if applicable)
We do not refund for any change of mind purchases or incorrect purchases. As per Consumer Affairs and under the Fair Trade Authority, we can only offer an exchange or credit for any change of mind orders. A two hour cancellation policy upon placing your order also applies.
If your item has a fault and is by no fault of your own, please email us at shop@thepetatelier.com to advise us and obtain a return address.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Please note that return shipping is at the customers expense and our charged shipping costs are non refundable.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at shop@thepetatelier.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at shop@thepetatelier.com and send your item to: 23 High Street, Stanthorpe, QLD 4380. This does not include if you ordered the incorrect size or any change of mind orders.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, you should mail your product to: 23 High Street, Stanthorpe, QLD 4380
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.